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ZIPCAR ROLLS IN Four self-service vehicles, including two hybrids, are now available for rent 24/7 on Duke’s West Campus after joining Zipcar.
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TALKING WITH CLINT DAVIDSON Duke’s vice president for Human Resources talks about the evolution of Duke’s work culture and challenges ahead.
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SUSTAINABLE DUKE Learn what you can do to help make a difference in Duke’s efforts to become a climate neutral campus.
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Paying For College
Stan Jones, a utility worker with Duke’s Housekeeping Operations, is using Duke’s employee tuition assistance program to work toward an associate’s degree in electrical technology from Durham Tech.
DUKE’S EMPLOYEE TUITION PROGRAM EXPANDS SKILLS, ADVANCES PROFESSIONAL DEVELOPMENT itting in a classroom at Durham Technical Community College, Stan Jones studied a blackboard filled with algebra, fractions and word problems. Jones, a utility worker with Duke’s Housekeeping Operations, paused for a moment, recalled the math formulas he reviewed over the week, then picked up a pencil and started scribbling in a notebook. “Good job,” Durham Tech math instructor Richard Noble told Jones, as he looked over Jones’ work. Jones is participating in Duke’s employee tuition assistance program to work toward an associate’s degree in electrical technology from Durham Tech. He’s among 1,000 staff and faculty members who have enrolled in the tuition benefit in recent years for career-related courses and degrees at accredited North Carolina schools. As part of his job at Duke, Jones cleans floors in East Campus buildings and hopes the new skills he learns in school will open doors to become an electrician at Duke. “When I heard about the program, I jumped on the opportunity,” said Jones, 48. “I’ve wanted to learn more about wiring and circuit boards for a while.” Although companies and other organizations are eliminating or reducing benefits to tighten budgets during the recession, Duke has expanded its employee tuition assistance program for faculty and staff. In January, the benefit expanded to cover up to $5,250 in tuition reimbursement and nine courses per calendar year. Employees can also request a waiver to take courses at accredited schools in other states if the courses are not offered in North Carolina, or if the employee’s primary work location is in another state.
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The tuition assistance is available to fulltime staff and faculty with at least two years of continuous service at Duke. Since 2007, Duke has reimbursed employees nearly $1.5 million for tuition. Lois Ann Green, director of Duke Benefits, said the program supports Duke’s long-term staffing and professional development strategies by expanding the internal pool of talent to fill positions at Duke.
When I heard about the program, I jumped on the opportunity. I’ve wanted to learn more about wiring and circuit boards for a while.” — Stan Jones Utility Worker Housekeeping Operations
“It helps us to build a more skilled workforce and boosts retention because employees can grow and have the opportunity to advance within Duke as they expand their skills,” she said. Results show the program is meeting Duke’s goals of getting a diverse group of employees to utilize higher education opportunities and encouraging managers to help staff develop career goals. In a recent survey of staff and faculty who participated in Duke’s employee tuition assistance program, 87 percent said knowledge gained by using the benefit will help them better perform in their jobs; in a similar survey of Duke
2008 Gold Medal, Internal Periodical Staff Writing 2007 Bronze Medal, Print Internal Audience Tabloids/Newsletters
managers, 85 percent agreed that the benefit helped improve employee performance. The benefit program evolved from the 2003 recommendations of the Women’s Initiative, which called for greater opportunities for professional development. It was designed to provide more employees with opportunity for professional development by offering reimbursement for classes not offered at Duke or access to courses at local community and state colleges with lower tuition. Before the program was introduced, only courses at Duke were covered. Today, the program offers employees more options, including evening classes at community colleges. Durham Tech, University of North Carolina at Chapel Hill and North Carolina Central University are now among the most utilized schools. As a result of the expanded program, participation and diversity of enrollment have increased – from 320 staff and faculty with an average salary of $66,172 in 2006, to 549 employees with an average salary of $53,060 in 2008. Minority enrollment increased from 19 percent in 2006 to 40 percent in 2008. “Since we expanded the program to include other schools, there’s been a lot more participation among non-exempt employees, skilled labor staff and minorities, which is wonderful because we want all Duke employees to have the opportunity to develop professionally,” Green said.
>> See PAYING FOR COLLEGE, PAGE 5
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Editor’s Note LEANORA MINAI
Newsbriefs
Leanora.Minai@duke.edu
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f you’re looking for your own economic stimulus during this recession, the Duke University Federal Credit Union may be a place to start. In February, the Credit Union is offering Duke faculty, staff and family members seven financial seminars from budgeting to getting out of credit card debt, and they’re all free. In March, the non-profit Credit Union serves up another seven seminars, including a few about retirement planning. Since Working@Duke began publishing in 2006, writers have attended seminars and reported consumer tips in the publication. On page 3 this month, “Stretching Your Dollars During A Recession” provides advice on preparing an accurate and balanced personal budget. Scottie Dowdy, a financial counselor with Duke Credit Union, suggests specific budget allocations for expenses, including a nest egg for unexpected expenses to prevent dipping into savings. “If you’re paying attention to the news and volatile market, it’s a scary time for everyone right now,” Dowdy told Working@Duke. “The key is to manage your money as best as possible.” Duke Credit Union services extend beyond the seminars. You can join the institution with a $30 minimum deposit, which includes a one-time $5 membership fee, and gain access to lending services that include car and home loans, as well as signature services such as savings and money market accounts. It’s worth checking out.
Nominate coworkers, supervisors for Presidential Award Nominations for the 2008 Presidential Award, recognizing faculty and staff who made distinctive contributions at Duke during the past year, are being accepted through Feb. 20. Presidential Award and Meritorious Award winners will be selected from clerical/office support, clinical/professional (nonmanagerial), service/maintenance, managerial and executive leadership. Award recipients will be recognized by President Richard H. Brodhead during a luncheon ceremony. For nomination forms, call (919) 684-9040 or visit hr.duke.edu/recognition/presidential.html.
Free help filing incomes taxes Staff and faculty who earn less than $26,000 for a one-member household or less than $62,000 for a family of five can get free tax preparation services through Duke Law School’s Volunteer Income Tax Assistance program (VITA). Through April, volunteers will be at various locations, including the Duke University Federal Credit Union, Erwin Square Plaza, 2200 West Main St. Appointments can be scheduled from 11 a.m. to 4 p.m. Feb. 6, 13, 27; March 20 and April 3. As one of Duke Law’s oldest pro bono programs, VITA in 2007 helped Durham residents and more than 200 Duke employees file claims for $262,208 in federal and state refunds, and more than $50,000 in earned income credit. For more information, call (919) 613-8526 or visit law.duke.edu/ student/act/vita.
Spring into shape with Run/Walk Club LIVE FOR LIFE’s Run/Walk Club starts its 12-week session March 9 with a new breathing techniques session at 5 p.m. each Wednesday and strength training class at 5 p.m. each Monday and Wednesday. Staff and faculty in the club meet from 5:30 p.m. to 6:30 p.m. every Monday and Wednesday. Beginners meet at the East Campus track, across from Whole Foods on Broad Street. Advanced runners and walkers gather in front of Wallace Wade Stadium on West Campus. The club is also hosting several workshops this spring, starting March 24 with “Prepping for Races.” To learn more or enroll, contact Jessica Ward at LIVE FOR LIFE, jess.ward@duke.edu or visit hr.duke.edu/runwalk.
Not too late to join Eat Wise and Exercise LIVE FOR LIFE, Duke’s employee wellness program, recently announced the winners of the 2009 Eat Wise and Exercise essay contest. Victoria Grice, staff assistant in the Duke Center for International Development; David Berberian, a scene shop coordinator for Events Management; and the Dean of Students Office each wrote winning essays on why they should receive assistance from LIVE FOR LIFE in having a lifestyle makeover. The 16 members of the Dean of Students office said they rely too much on food with fat, sugar or salt to fulfill daily cravings and want to be better role models for students. “We will benefit as individuals, and as a staff, while we share our newly found health and fitness with thousands of Duke students each day,” office members wrote in their essay. “Isn’t this what a great university is all about?” The 10-week Eat Wise and Exercise initiative began in January, but staff and faculty can still enroll to access information and tools such as Easy Tracker, which helps participants establish a consistent exercise program. To enroll, visit hr.duke.edu/eatwise or call (919) 684-3136.
Join Ally Network to support LGBT community Staff and faculty are invited to join Duke’s Center for LGBT Life’s Ally Network, a support program designed to promote positive change by creating a campus and workplace culture that is more aware and accepting of gay, lesbian, bisexual and transgender people.To join the Ally Network, you must attend a workshop that offers tips on how to understand and support LGBT people, address homophobic comments and report harassment. The next Ally Network workshop is from 6 to 8:30 p.m. Feb. 17 in the Center of LGBT Life, West Union Building. To register, send an email to lgbtcenter@duke.edu or call (919) 684-6607. For more lgbt.studentaffairs.duke.edu/index.html.
Letters to the Editor must include name and contact information. E-mail letters to working@duke.edu or mail them to Working@Duke Editor, Box 90496, Durham, NC 27708. Fax letters to (919) 681-7926. Please keep length to no more than 200 words.
Zipping around Duke 24/7 CAR SHARING SERVICE ARRIVES ON CAMPUS ndrea Novicki hops on her bicycle and pedals two miles to work while her Honda Civic sits at home. If Novicki wants to run an errand or get around campus, she hops on her bike. Now, she’s got options. Novicki was among the first on campus to join Zipcar, the 24/7 car-sharing program launched in January for Duke faculty, staff and students. “Participating in the Zipcar program gives me an option to easily get off campus,” said Novicki, an academic technology consultant with the Center for Instructional Technology. “I want to support whatever Duke does to help give people alternatives other than driving to campus every day.” Four self-service vehicles are now available for rent on Duke’s West Campus – two hybrid Priuses and two Toyota Matrixes. To join Zipcar, faculty, staff, and students pay a $35 registration fee that is applied as a credit toward reservations in the first month. The cost to reserve a car is $8 per hour or $66 per day. Fuel, maintenance and insurance are included. Reservations are accepted for a one hour minimum, up to a Duke student Mike Lefevre, maximum of four days. All left, welcomes Zipcar, the memberships, reservations and 24/7 car sharing service, with Chuck Catotti, center, payments are administered and director of Event managed by Zipcar.
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The cars, which are available to all employees and students who are 18 or older and meet eligibility requirements, are parked in specially marked spaces near the West Campus bus stop on Chapel Drive and at the surface lot by the Bryan Center parking garage. Members age 18 to 20 can only reserve Zipcars assigned to the Duke campus; members 21 and older have access to Zipcar’s network of more than 5,500 vehicles throughout North America and the United Kingdom. The effort to bring Zipcar to Duke gained speed last year when members of Duke Student Government and Duke Environmental Alliance reached out to Zipcar and Kemel W. Dawkins, vice president for Campus Services. Lucy McKinstry, a Trinity junior who was part of the student efforts, said that they wanted to bring Zipcar to campus to address environmental concerns, provide better vehicle access for students who don’t have a car and to help ease parking issues that arise from having many cars on campus. “I’m so excited that it’s finally coming together,” McKinstry said. “The benefits are innovative and practical.” Dawkins agreed, saying Zipcar is one way to reduce the number of single occupant vehicles on campus. “Duke is committed to environmentally-friendly transportation alternatives, and Zipcar’s service falls in line with the University’s goal to provide more sustainable options to students, faculty and staff,” he said. — By Bryan Roth Writer, Office of Communication Services
Management, and Kemel W. Dawkins, vice president for Campus Services.
Want to Join Zipcar? Learn more and enroll at parking.duke.edu/zipcar.
Stretching your dollars during a recession iane Gifford does her best to manage money wisely. She creates a monthly budget, uses online banking to pay bills on time and regularly sets aside money in a savings account. But it’s the unexpected – vehicle repairs, broken appliances or medical bills – that drain her savings. “I put the money into the savings account with the best intentions of keeping it there, but you know how things go,” said Gifford, a clinical trial coordinator with Duke Clinical Research Institute. Gifford attended a recent Duke University Federal Credit Union workshop on “Building a Better Budget,” an important topic during the economic recession, which, financial advisors suggest, is a good time to revisit a personal monthly budget. “If you’re paying attention to the news and volatile market, it’s a scary time for everyone right now,” said Scottie Dowdy, a financial counselor with Duke Credit Union. “The key is to manage your money as best as possible.” Managing money starts with preparing an accurate and balanced budget based on net income with these suggested budget guideline allocations: 35 percent for housing (mortgage, rent, utilities, insurance); 25 percent for other expenses (food, clothing, entertainment); 15 percent for transportation (car payment, fuel, maintenance); 15 percent to pay debt (credit cards, student loans); and 10 percent for savings. “When creating your budget, you should only list sources of income that you actually receive on a regular basis, not overtime or bonuses,” Dowdy said.
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In addition to budgeting, Dowdy suggested creating a chart with goals for longer-term needs such as a house or new car, and to earmark savings toward those goals. Developing a priority list for paying down credit cards with high interest rates is also key. People of all income levels are “feeling the crunch,” Dowdy said. “It’s not what you make; it’s how you use what you earn,” she said. A “nest egg” for unexpected expenses and emergencies guards against dipping into savings, she added. “If you put money into your savings and then take it out to pay bills or unexpected expenses, then that is not a savings account,” Dowdy said. “If you know you’re going to need new tires or a new car in the next year, start saving for it now.” Gifford, the Duke Clinical Research Institute trial coordinator, has a new goal after attending the seminar: leave the savings undisturbed by creating an accurate budget with an allocation for unexpected expenses. “I’m determined to get on track and have money set aside for unexpected expenses,” she said. “That’s my financial goal for 2009.” — By Missy Baxter Senior Writer, Office of Communication Services
Duke Credit Union Seminars Live Longer Retire Stronger Feb. 17, 12:30 p.m. Searle Center Ten Steps to Financial Success March 17, 12:30 p.m. Duke Credit Union, 2200 W. Main St.
VIDEO See a video about budgeting at hr.duke.edu/ finance
To register for a seminar, visit dukefcu.org and select “seminar sign-up” under Quick Links; send e-mail to scottie.dowdy@duke.edu or call (919) 660-9745.
Now casting departments for student apprentice program
Valerie Schwartz, left, creative projects coordinator for Student Activities and Facilities, worked with Duke student apprentice Alex Reese, right, in the spring of 2008.
alerie Schwartz needed a way to help student organizations spread the word about events. She wanted to find a student who could help the Office of Student Activities and Facilities create a new communications group led by students. “We thought we should definitely do something to help, but it was obvious it couldn’t be us,” said Schwartz, a creative projects coordinator. “We really wanted it to be students.” Schwartz responded to an e-mail inviting her office to get involved in the university’s First-Year Apprentice Program, which introduces freshmen to a professional environment by placing them in offices across Duke. She got a match. The Career Center will begin recruitment in October, but departments interested in using the apprentice program, now in its fourth year, can get more information or sign up by contacting the Career Center.
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The apprenticeship takes place in the spring and benefits students by giving them an unique work experience that builds stronger connections to the Duke community, while enabling offices a chance to get extra help, said Leslie Calihman Alabi, program coordinator for the Career Center. “This program offers departments the opportunity to tap into the talent and energy of the first-year class to get assistance on a project of the department’s choosing,” Alabi said. Over the spring semester, student apprentices work five hours weekly, concentrating their efforts on a pre-defined department project. There is no financial cost associated with participating because students work on a volunteer basis. More than 25 offices and departments, including Alumni Relations, the Nasher Museum of Art, the Office of Health Promotion and others, have offered apprenticeships to more than 50 first-year students to get projects off the ground since the program’s inception. “It’s a great way to feel connected to the students we serve,” said Schwartz, the creative projects coordinator for the Office of Student Activities and Facilities. With help from apprentice Alex Reese, a sophomore public policy major, Schwartz and her department created the Duke Innovative Design Agency, a student-staffed marketing and design center run by students, for students. “This is one of the first times that I’ve had to create something from the ground up and needed to have a lot of foresight and projection skills,” Reese said. “Now I’m able to take on a project and can immediately think of all the avenues it could go.” — By Bryan Roth Writer, Office of Communication Services
Want An Apprentice? Contact Leslie Calihman Alabi at (919) 660-1054 or leslie.alabi@duke.edu
Hiring An Apprentice Through early fall: Departments complete a “Department Site Commitment Form,” detailing a project, associated learning goals and qualifications. Mid-fall: Career Center screens candidates through first-round interviews. Departments conduct a second round with up to three applicants and submit a ranking of students interviewed. Late fall: Career Center makes a placement recommendation. Apprenticeship takes place in the spring. The Career Center offers support, but departments and students are responsible for developing, communicating and making progress on projects. Participants complete a midsemester evaluation and concluding evaluation.
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Q&A
with Clint Davidson, vice president for Human Resources
Keohane and her leadership team to help establish a set of values that became Duke’s Guiding Principles, which described the vision for the type of institution we intended to be. We can say with pride now that our work culture has strengthened year by year as evidenced by the number of notable organizations now recognizing Duke as a best place to work. What key changes helped Duke get recognized as a best place to work?
Clint Davidson
Clint Davidson will retire this spring after 12 years at Duke. During his tenure, he has seen Duke’s workforce grow from 17,000 to more than 31,000. When he arrived at Duke, many described a goal of becoming an “employer of choice.” Early in his career here, Davidson developed a road map to reach that goal. Duke is now commonly cited as one of the best places to work by diverse organizations and publications such as Carolina Parent, The Chronicle of Higher Education and AARP. Working@Duke sat down with Davidson recently to talk about the evolution of Duke’s work culture and the challenges ahead. What were your first impressions of Duke? The spirit of the place and love for the institution were deep, but when you looked at the systems, policies and infrastructure to respond to diverse and changing needs, it seemed lacking. Duke found itself with an emerging health system and an economy that was heating up. You had people who wanted to do things and do them fast, but we didn’t have the infrastructure to support it. We still had to do many things manually such as benefit enrollment and changes, registering for training classes and compiling information on applicants. What steps did you take to respond to the needs of a growing organization? We spent a lot of time during my early years integrating and aligning the policies and programs that resulted from the expansion from a university hospital to a health system with three hospitals and a growing number of health care services. You not only had to understand the needs at that time, but you had to be able to look down the road in anticipation of the growth and evolution of Duke University & Health System to understand needs three to five years out. Part of our early work also involved identifying where we were and where we wanted to be. People described a desire to become an “employer of choice,” but when asked what that meant, the depth and breadth of responses weren’t precise. We worked with former Duke President Nan
We’ve made major strides in several areas, including benefits, supervisory management, professional and career development, the health and productivity of the workforce and communications. Our national prominence in benefits, particularly retirement, tuition assistance and health and wellness programs, is something that continues to move us ahead as we compete with the best here in the Triangle and across the country. Much of our progress and our capability as an organization is defined by the ability of our supervisors and managers. Human Resources doesn’t hire, develop, retain, or guide the performance of employees. Those responsibilities are a function of the 2,500 supervisors we have across Duke. Programs such as Managing at Duke and the First Time Supervisors program have made a significant difference in the skills and capabilities of managers. Through a redesigned performance management program and new professional development options such as the Employee Tuition Assistance Program, we’ve better equipped supervisors to support the ongoing development of staff and prepare them for advancement. Through the Professional Development Institute programs, we’ve also seen a significant number of minority employees move up the ranks. Another distinguishing effort is around health and productivity. Our health promotion programs such as Duke Prospective Health are considered a model by other institutions. These programs have helped many people at Duke significantly improve their health and quality of life, while keeping the cost of health care well below the national average. The last area is around communications. Fundamentally, what we’ve been about is trying to build successful relationships at Duke. That requires more than just distributing materials. So, we’ve introduced new tools and resources such as Working@Duke, Primetime forums, manager communications and open enrollment materials that have helped foster dialogue and enhance understanding. What challenges do you see as Duke’s work culture evolves? One of the things I think will continue to be a challenge is how we integrate all of our diverse efforts. We’ve got so many options and so much data that it becomes hard to focus and prioritize around the discreet few that will really make a difference. I think part of our challenge is making strategic priorities and having things build on each other. There needs to be a road map. That doesn’t mean we won’t need to take detours. If there is a hole in the road or the bridge goes out, you’ve got to address those needs. But we need to be clear about where we’re going and what the priorities for this institution are to fulfill the ambitions we have. Amidst all the complexity and our busy agendas, we also need to ensure that we are really superb when it comes to building and sustaining relationships with each other and with those we serve. One of the things I believe that has made Duke as good as it is over the years is the commitment of the people who invest themselves in this institution. At Duke, we bring together people to fulfill a common purpose. Going forward, we must continue to reinforce, recognize and celebrate the impact every individual can make through their work here. — By Paul Grantham Assistant Vice President Office of Communication Services
4 For more information about Duke Human Resources, visit hr.duke.edu
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Adding community colleges makes it easier for healthcare workers and non-exempt employees with non-traditional schedules to tap into the tuition benefit, Green said. Take Jones, the utility worker with Duke’s Housekeeping Operations. He’s a father of four who works the third-shift at Duke from 11:30 p.m. to 8 a.m. and attends evening classes several times a week at Durham Tech. Going back to school is challenging, he said, but the rewards of career development are priceless. When he graduates in about two years, he will be the first person in his immediate family to receive a college degree. “It’s a lot of hard work to be back in school with a full-time job Patricia Agbai and family, but I’m learning a lot of skills,” said Jones, who joined When I’m done Duke in 2004. I want to be a Patricia Agbai, a wealth of knowledge for health unit coordinator in Duke University Duke to use.” Hospital’s Heart and — Patricia Agbai Lung Transplant Unit, Health Unit Coordinator is also tapping into the Duke Hospital Heart and Lung tuition benefit to learn Transplant Unit new skills that will expand her responsibilities at Duke. She’s pursuing a bachelor’s degree in social work at Shaw University, her first degree. She’s on track to graduate later this year. “In working with patients in the Transplant Unit, the social work skills I’m learning will allow me to help families who are coping with major medical challenges even more,” Agbai said. “When I’m done, I want to be a wealth of knowledge for Duke to use.” Although most Duke employees use the tuition benefit at local colleges, there is growing demand for the tuition program in satellite offices. To address this, Duke expanded
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the program this year to allow employees to apply for a waiver to attend accredited out-of-state schools in specific circumstances. “That’s especially helpful for employees in highly-specialized fields who might not be able to find the courses they need in North Carolina,” Green said. Daniel Rudd “And with the way Duke is growing globally, this will It’s great that Duke also help the helps employees who increasing number of Duke staff and want to advance their careers.” faculty based — Daniel Rudd outside the state.” Clinical Staff Assistant Convenience The Preston Robert Tisch Brain Tumor is a big factor for Center at Duke Daniel Rudd, a clinical staff assistant at The Preston Robert Tisch Brain Tumor Center at Duke. He’s taking evening classes at Alamance Community College, near his home in Prospect Hill in Caswell County. “When I’m done, I’ll have an associate’s degree and be a registered nurse without having a lot of loans to pay off,” Rudd said. In addition to using the Employee Tuition Assistance Program, Rudd is hoping to eventually enroll in Duke’s new Registered Nurse Tuition Assistance Program to continue developing his skills. “It’s great that Duke assists employees who want to advance their careers,” Rudd said. “I love helping the patients at Duke. By using the tuition assistance program to get my degree, I will be able to do even more to help others.” This semester, Jones, the utility employee in housekeeping, is taking two courses in English and math at Durham Tech. “Nowadays, almost every machine or appliance has electronic components and circuit boards,” he said. “When I get my degree, I’ll be able to work on those.” — By Missy Baxter Senior Writer, Office of Communication Services
Employee Tuition Assistance 2008 Participation By the Numbers
$1,036,673 Tuition paid by Duke
549 Staff and faculty enrolled
88 Participants at Durham Tech
75 Percent of female participants
$53,060 Average salary of participants
38 Average age of participants
9.45 Average years of service
VIDEO See a video about the tuition benefit with “Ask The Expert” at hr.duke.edu/ tuition
Tips for Tuition Reimbursement ■ Read program details at hr.duke.edu/tuition. ■ Discuss professional development with your supervisor to determine courses related to your current job or continued career growth at Duke. ■ Download the Employee Tuition Assistance Program application at hr.duke.edu/forms and complete it with your supervisor. ■ Complete and return the application by mail or fax before the first day of each class to request reimbursement. Richard Noble, a Durham Technical Community College math instructor, hands Duke Housekeeping Operations employee Stan Jones a math assignment.
■ If approved, Duke Benefits will send an e-mail with your eligibility confirmation and reimbursement request form. ■ Within 60 days of completing each class, submit to Duke Benefits a copy of the e-mail confirmation, proof of a “C” or better in coursework and a reimbursement request form completed by the school attended.
FAST FACTS: The cost of books is not covered. And if you voluntarily terminate employment within two years of receiving more than $2,500 in tuition reimbursement, you must repay 50 percent of the amount over $2,500.
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OIT service desk assists thousands of callers each year Department: Office of Information Technology (OIT) Service Desk Years at Duke: Established fall 1994 Who they are: Analysts with the Service Desk field questions from Duke faculty, staff and students by phone, the Web and e-mail, as well as a walk-up location at the Link in Perkins Library and live chat feature. They provide immediate, interactive responses to help users navigate the often-complex world of network connectivity, NetIDs and passwords, e-mail, software, spyware and computer viruses, and a variety of computer-related issues.
What they’re known for: Fielding more than 97,000 questions from Duke users in 2007-08; about 60 percent of those by phone. During peak times like registration and back-to-school, they can receive as many as 600 calls daily. What they can do for you: Everything from resetting passwords to helping faculty post grades and troubleshooting electronic access to online class registration or benefits, pay and directory information. “Name any Duke system, and we cover it – whether it’s checking out a library book to appealing a parking ticket,” said IT analyst Danny Williford. Number of employees: Nine at OIT’s American Tobacco Campus call center, five at the Link in Perkins Library, and about 35 student employees across campus.
Tanner Kinkead, left, and former Duke student employee Chi Zhang, right, take service requests in the Link in Perkins Library last year.
Hidden department fact: Analysts often field questions unrelated to computers – from college applicants asking whether they’ve been admitted to basketball fans wanting contact information for Coach K. A recent caller wanted help getting game tickets and a signed basketball after her fiancé proposed during a Duke basketball game. “There’s a lot of information we just don’t have, but we try to point people in the right direction,” said Scott Valentine, interim manager. Significant achievement: The Service Desk resolves about 80 percent of inquiries at the first point of contact. Analysts emphasize customer satisfaction: When hiring new staff, OIT first looks for customer service skills, then technical expertise. “We acknowledge the customer,” said Williford, who worked in social services for eight years before joining the Service Desk. “And we do a good job of bringing people to the end of their search.” Big goal: To build a comprehensive knowledge base at dunk.duke.edu that provides Duke users with a searchable collection of commonly asked questions. How they make a difference: As the front line for contact with users, the Service Desk puts customers first – whether it’s doing a Google search to translate an e-mail request in a foreign language or talking a user through a Webmail question. “We are ‘Help at Duke,’ ” Valentine said. “We do our best to find a solution.” — Interview by Cara Bonnett, Managing Editor, News & Information, Office of Information Technology
To contact the Service Desk, call (919) 684-2200 or visit
http://oit.duke.edu/
Park this way:Traffic controller George Williams goes extra mile with a smile
George Williams, a traffic controller with Parking and Transportation, directs motorcyclists in a Duke parking garage during a recent event.
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eorge Williams waved and pointed as he directed hundreds of motorcyclists into a campus parking garage during an annual toy drive. “I know it looks like I’m waving in an airplane for landing,” said Williams, laughing as he flashed a warm smile at a Harley rider with a teddy bear strapped on the back of his bike. As a traffic controller with Special Events, a unit of Parking & Transportation Services, Williams plays a key role in coordinating parking for hundreds of special events at Duke each year, ranging from basketball
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games and business conferences to art exhibits and weddings. Williams, 46, joined Duke in 2000 as a security officer with Duke Police, where he worked two years before transferring to Special Events. Prior to Duke, Williams worked as a vehicle traffic controller at RaleighDurham International Airport. “I enjoy my work at Duke because I’m part of a great team,” Williams said. “Directing traffic at Duke is challenging at times, especially during basketball games and other big events, but it’s a piece of cake compared to handling some of the drivers at the airport.” Williams also helps with strategic planning for events and creates and installs signs to help motorists navigate campus. He often finds himself managing part-time and temporary employees during events that bring an influx of visitors. In recognition for his service, Williams received an Outstanding Employee Award during the Auxiliary Services 19th Annual Recognition Banquet in late 2008. “His accumulated and intricate knowledge makes him a sought-after resource for others involved in event management,” said his supervisor, Renee Adkins, manager of Special
Events. “Plus, his personable demeanor and great work ethic make him an asset to any event. He’s always willing to go the extra mile.” Co-workers and staff in other departments often contact Williams for advice about planning and parking for events. And people booking special events frequently request him by name. “I don’t know what we’d do without him,” Adkins said of Williams. When there are multiple events on campus, Williams often works 12-hour days. “Sometimes we start before the sun comes up and finish way after it has gone down,” he said. When he’s not working, Williams enjoys watching sports, especially Blue Devil basketball, and playing volleyball and badminton with his wife, Beverly, and their two adult children. “I stay pretty active, although I also like to just sit back and enjoy a good game on TV,” he said. “It’s not as exciting as a live game at Duke, but I can park myself – right in my chair.”
6 Learn more about Parking & Transportation Services at parking.duke.edu
— By Missy Baxter Senior Writer, Office of Communication Services
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Sizing Up Our Footprint
Staff assistant Joelle Andrews empties recyclables in the Office of Prospect Research, Management and Analytics to help make Duke a climate neutral campus.
oelle Andrews recently formed a “recycling brigade” with colleagues in Prospect Research, Management and Analytics to tackle mounds of plastic bottles, aluminum cans and newspapers overflowing the office break-room. “The problem was that the small recycling bins in our break-room fill up quickly and no one was in charge of emptying them into the bigger recycling bin outside,” she said. “I was concerned that people might be tempted to toss recyclable items in the trash.” She created a sign-up sheet and recruited volunteers to empty smaller bins each Friday. The result: more recyclables and a step toward creating a more sustainable campus. Andrews, 25, a staff assistant who joined Duke in 2001, is among about 3,000 staff, faculty and students who signed the Duke Sustainability Pledge. The pledge encourages Duke community members to consider the environmental, social and economic effects of their actions. Across campus, others are taking a proactive approach to help Duke become climate-neutral, a pledge made by President Richard Brodhead in 2007, as part of the American College & University Presidents Climate Commitment. Duke recently completed a greenhouse gas inventory to determine the size of Duke’s carbon footprint and establish a baseline to measure the impact of future sustainability initiatives. The inventory found Duke produced nearly 434,000 metric tons of carbon dioxide and other greenhouse gases in 2007. That’s the equivalent of emissions generated by
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Total Carbon Dioxide Emissions (kg CO2)
DUKE’S GREENHOUSE GAS EMISSIONS
Transportation 23% Steam Plant
24%
Electricity
53%
takes to transport Duke measured emissions from transportation, steam and electricity to determine ways to reduce thousands of environmental impact on campus. people, heat hundreds of buildings, sterilize medical equipment and keep Duke running around-theclock,” said Tavey Capps, Duke’s sustainability coordinator. A committee led by Executive Vice President Tallman Trask III and William Chameides, Dean of the Nicholas School of the Environment, is exploring options to reduce Duke’s carbon emissions. While many Find carpool buddies initiatives involve institutional with Duke GreenRide, changes in facilities and operations, Becoming A Climate a ride-matching tool some require students, faculty and Neutral Campus staff to change behavior by using parking.duke.edu or alternative transportation, conserving (919) 684-7275 Growing Greener is a continuing energy and reducing waste. series about Duke’s goal to become Staff and faculty can find ways a climate-neutral campus. This first Order individual recycling to reduce their footprint with tools segment considers Duke’s 2008 bins from Duke Recycles such as a personal emissions calculator greenhouse gas inventory, the at epa.gov/cleanenergy/energyduke.edu/sustainability/ major contributors to emissions on resources/calculator.html or campus_initiatives or campus and how you can make a CarbonRally.com, a site created by (919) 660-1426 difference. Other segments, Jason Karas, a Nicholas School alum. coming soon, will examine options “Using a carbon footprint Duke is exploring to reduce its Buy eco-friendly office calculator is an effective way for impact and create long-term individuals to discover specific ways supplies through Duke’s strategies to off-set emissions. to reduce their environmental Green Purchasing Program impact,” Capps said. “By simply duke.edu/sustainability/ carpooling or turning off your using about 50 million gallons of campus_initiatives or computer, each person’s actions can gasoline, according to the have a sizeable impact.” (919) 613-8353 Environmental Protection Agency. For staff like Joelle Andrews, At Duke, the three biggest simple changes make a difference. greenhouse gas contributors are Recycle office furniture “The little things like recycling do purchased electricity (53 percent); steam through the Duke Surplus add up. We can’t just do them at home, produced for heat and sterilization (24 Property Program though,” she said. “It’s important to percent); and emissions and fuel for make an effort at work, too.” procurement.duke.edu transportation (23 percent), including — By Missy Baxter or (919) 684-3166 campus buses, commuter vehicles and Senior Writer, employee air travel. Office of Communication Services “Determining Duke’s impact requires us to measure everything it
Growing Green
Visit duke.edu/sustainability to sign the Duke Sustainability Pledge.
Shrink Duke’s Carbon Footprint
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WORKING@ DUKE
HOW TO REACH US Editor: Leanora Minai (919) 681-4533 leanora.minai@duke.edu Assistant Vice President: Paul S. Grantham (919) 681-4534 paul.grantham@duke.edu Graphic Design & Layout: Paul Figuerado Photography: Bryan Roth and Missy Baxter, Office of Communication Services; and Duke University Photography.
Working@Duke is published monthly by Duke’s Office of Communication Services. We invite your feedback and suggestions for future story topics. Please write us at working@duke.edu or
Working@Duke, Box 90496, 705 Broad St., Durham, NC 27708 Call us at (919) 684-4345. Send faxes to (919) 681-7926.
The Melting Pot 7011 Fayetteville Road Durham (919) 544-MELT (6358)
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dialogue@Duke “What’s an important lesson you’ve learned from working at Duke?”
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Always uncheck ‘reply to all’ in your e-mail. That’s probably the most important lesson anyone can learn.”
Elizabeth Ananat Assistant professor of public policy studies and economics 1 year at Duke
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The most important thing is to share and care for others. It’s important for each department to work as a team, so the university is one body.”
Queda Day Clerk, Parking and Transportation Services 21 years at Duke
Working together and working as a team. Supporting each other is one thing that we stress in my office because working together and making sure we support each other on a daily basis is what makes us stronger.”
James Watson Staff specialist, Pratt School of Engineering 3 months at Duke
Have ideas for stories? Write
working@duke.edu or Call
— By Bryan Roth Writer, Office of Communication Services
681-4533
PERQS E M P LOY E E D I S CO U N TS
Double Dipping at the Melting Pot: A Fondue Night Out
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or her 31st wedding anniversary, Rene Hamilton wanted more than just a meal. She wanted to treat her husband, Bryan, to a one-of-akind dining experience. For a special night out, Hamilton made reservations at The Melting Pot, a fondue restaurant in Durham. The restaurant offers a 15 percent discount to Duke employees and families Sunday through Thursday, with a valid DukeCard ID, a timely discount with Valentine’s Day this month.
Rene Hamilton and her husband, Bryan, enjoy a one-of-a-kind dining experience at the Melting Pot using Duke’s employee discount.
Tucked away in an intimate booth, Hamilton and her husband passed a leisurely two hours, sampling a variety of sauces and dipping items, including filet mignon, barbecue pork tenderloin, chicken and lobster.
assistant in cardiology at Duke Hospital. “The waiter comes to your table and prepares the sauces in front of you, explaining all the while what he’s doing. Then it’s up to you to try different combinations.” In addition to a variety of cheese combinations, The Melting Pot offers seasoned vegetable broth, a burgundy wine sauce and Caribbean-seasoned bouillon for dipping delight. Vegetarian options are also available. While Hamilton and her husband opted for the four-course meal, other patrons come in just for dessert. A favorite is the Cherries Jubilee Chocolate Fondue, flambéed tableside. “I like to try new things, which is why The Melting Pot is so much fun,” Hamilton said. She admits that she has a fondue pot at home but never uses it. “I’m not really comfortable with the raw meat preparation. I’d rather have someone else prepare those dips for me.” — By Jill Jenkins Senior Communication Strategist, Human Resources
“It’s a very interactive experience,” said Hamilton, staff
D U K E T O D AY
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